Equipment Service Manager

MKS Instruments, Inc.; Bengaluru; On-site; INR 3,500,000 - 5,200,000; Full time

Job summary

MKS Atotech India is seeking an Equipment Service Manager in Bengaluru to lead a team of service engineers delivering top-tier support for highly automated electro-mechanical equipment across India. You will drive reliability, customer satisfaction, and service revenue growth while coordinating with global teams.

You will report to the Business Manager and travel up to 50% within India to support customers, service operations, and business development efforts.

Qualifications

• 10+ years of experience in service and support of highly automated electro-mechanical equipment.
• Minimum 3 years of experience leading and developing technical service teams.
• Experience in electroplating, surface finishing, PCB, semiconductor, or related process industries is highly preferred.

Responsibilities

• Lead, mentor, and develop a team of Service Engineers to build a high-performance service organization.
• Provide technical guidance and escalation support during critical equipment breakdowns and complex service situations.
• Identify competency gaps and implement training programs to strengthen technical and service capabilities within the team.
• Assess future resource requirements and develop organizational capabilities to support business growth and new equipment opportunities.
• Establish and drive preventive maintenance programs to improve machine reliability and availability.
• Lead troubleshooting, root cause analysis, and corrective actions to achieve MTTR and MTBF targets.
• Plan and execute equipment retrofit, upgrade, and modernization projects.
• Develop strategies to optimize service delivery costs while maintaining high standards of customer support.
• Manage spare parts planning, inventory optimization, and retrofit project execution.
• Monitor service performance metrics and implement corrective actions to achieve operational excellence.
• Own and support service revenue growth through spare parts, retrofit opportunities, preventive maintenance programs, and service contracts/AMC initiatives.
• Work closely with Product Management, Regional Business Teams, Technology Centers, and Global Equipment Teams to support product and equipment initiatives.
• Drive the implementation of auxiliary equipment strategies to ensure optimum chemistry performance and process efficiency at customer sites.
• Support new business development activities by providing technical expertise and service readiness planning.
• Build and maintain strong relationships with key customers, partners, and stakeholders across the region.
• Conduct regular customer visits and business reviews to understand customer needs and identify opportunities for service enhancement.

Skills

Leadership

Customer orientation

Problem solving

Communication

Training & development

Education

Bachelor's or Master's degree in Electronics, Electrical Engineering, Mechatronics, Automation Engineering

Tools

CRM systems

Microsoft Office

Service management tools

Job description

## Equipment Service ManagerApply: India Bangalore: Full time: Posted Yesterday: R21808**A Day in Your Life at MKS:**As the **Equipment Service Manager** at **MKS Atotech India**, you will lead and develop a team of Service Engineers responsible for delivering exceptional equipment service and technical support to customers across India. This role requires strong engineering expertise in highly automated electro-mechanical equipment, coupled with proven leadership capabilities and a customer-centric approach.The primary objective of this position is to ensure the service organization delivers timely, efficient, and value-driven support to customers utilizing MKS Atotech equipment, thereby maximizing equipment performance, reliability, and customer satisfaction.In this role, you will report directly to the **Business Manager**. Location : Bangalore**You Will Make an Impact By:*** **Service Team Leadership & Development*** Lead, mentor, and develop a team of Service Engineers to build a high-performance service organization.* Provide technical guidance and escalation support during critical equipment breakdowns and complex service situations.* Identify competency gaps and implement training programs to strengthen technical and service capabilities within the team.* Assess future resource requirements and develop organizational capabilities to support business growth and new equipment opportunities.* **Equipment Reliability & Performance*** Establish and drive preventive maintenance programs to improve machine reliability and availability.* Lead troubleshooting, root cause analysis, and corrective actions to achieve targeted Mean Time to Repair (MTTR) and Mean Time Between Failures (MTBF).* Plan and execute equipment retrofit, upgrade, and modernization projects to improve performance and extend equipment lifecycle.* **Service Operations & Cost Optimization*** Develop strategies to optimize service delivery costs while maintaining high standards of customer support.* Manage spare parts planning, inventory optimization, and retrofit project execution to maximize business and customer value.* Monitor service performance metrics and implement corrective actions to achieve operational excellence.* Own and support service revenue growth through spare parts, retrofit opportunities, preventive maintenance programs, and service contract/AMC initiatives* **Cross-Functional Collaboration*** Work closely with Product Management, Regional Business Teams, Technology Centers, and Global Equipment Teams to support product and equipment initiatives.* Drive the implementation of auxiliary equipment strategies that ensure optimum chemistry performance and process efficiency at customer sites.* Support new business development activities by providing technical expertise and service readiness planning.* **Customer Relationship Management*** Build and maintain strong relationships with key customers, partners, and stakeholders across the region.* Conduct regular customer visits and business reviews to understand customer needs and identify opportunities for service enhancement.* Resolve customer concerns effectively and ensure high levels of customer satisfaction and long-term partnership.* Drive service quality KPIs including response time, resolution time, customer satisfaction, MTTR, MTBF, and first-time-right service performance.**Skills and Competencies :*** **Education :*** Bachelor's or Master's Degree (B.Tech/M.Tech) in Electronics, Electrical Engineering, Mechatronics, Automation Engineering, or a related discipline.* **Experience**:* Minimum 10 years of experience in service and support of highly automated electro-mechanical equipment.* Proven hands-on experience in equipment installation, troubleshooting, maintenance, and field service management.* Minimum 3 years of experience leading and developing technical service teams.* Experience supporting equipment within the electroplating, surface finishing, PCB, semiconductor, or related process industries is highly preferred.* **Technical, Leadership & Business Skills:*** Strong technical knowledge of automated electro-mechanical systems, controls, and industrial equipment.* Demonstrated leadership, coaching, and team development capabilities.* Excellent problem-solving and analytical skills with the ability to drive root cause investigations and continuous improvement initiatives.* Strong customer orientation with a proven track record of building long-term customer relationships.* Effective communication, presentation, and stakeholder management skills.* Ability to analyze service data, prepare performance reports, and present business recommendations.* Proficiency in CRM systems, Microsoft Office Suite, and service management tools.* Ability to work effectively in a matrix organization and collaborate across global and regional teams.* Willingness to travel up to 50% within India to support customers, service operations, and business development activities